Troubleshooting Screen Share and Viewing Issues

Before You Troubleshoot: Try These Quick Fixes

Before diving into specific settings, make sure you have covered the basics:

1. Use Google Chrome: If you aren’t using Chrome, try switching to Chrome.

2. Update Your Browser: If you are already using Chrome, check for any available browser updates.

3. Refresh Your Window: Try refreshing your page through the browser.

4. Reconnect: Click the “Reconnect” button on the bottom left of your screen next to the chat button.

I Can't Share My Screen

If you run into trouble trying to share, check the following:

• Check Your Location: Make sure you are located in a place where screen sharing is enabled (for example, a conference room rather than a hallway).

• Update Computer Permissions (Mac users only): If, when sharing your screen, you see “Preview Unavailable” or another alert indicating that you cannot share your screen, you’ll need to update your browser’s permission settings.

  1. For Mac users, open your System Preferences menu and click on Security & Privacy.

  2. From the Security & Privacy menu, select Screen Recording.

  3. Check the box next to the web browser being used to run Katmai.

  4. You may need to restart Chrome once you’ve updated the security settings.

I Can't See a Screen Being Shared

If someone else is sharing but you are having trouble viewing it:

• Check Your Internet Speed: Run the Cloudflare Internet Speed Test. If it shows that you have poor internet speed on Wi-Fi, try connecting via ethernet or change to a different network if possible.

• Turn Off Wi-Fi: When using a wired connection, make sure Wi-Fi is turned off.

• Verify Hardware Compatibility: Make sure you are using hardware from ~2017 or newer.

Still need help? Contact us at support@katmaitech.com.

Katmai offers you multiple ways to share your screen. Should you run into trouble, follow these troubleshooting steps: 

1. Are you in a sound zone with an available screen share? Make sure you are located in a place where screen sharing is enabled (for example, a conference room rather than a hallway). 
2. If you can see the screen sharing button but cannot click on it, use the "reconnect" button in the bottom left of your screen to update your connection. 
   
3. If reconnecting doesr not work, try refreshing your page through the browser.
4. If, when sharing your screen, you see “Preview Unavailable” or another alert indicating that you cannot share your screen, you’ll need to update your browser’s permission settings. Here's how: 
   1. For Mac users, open your System Preferences menu and click on Security & Privacy. (Note: Windows users, contact Katmai support at support@katmaitech.com if you reach this stage of troubleshooting and are unable to continue. 
   2. From the Security & Privacy menu, select Screen Recording. 
   3. Check the box next to the web browser being used to run Katmai. If the above process does not work or you’re a Windows user, please contact Katmai support.
   4.  You may need to restart Chrome once you’ve updated the security settings.

Still need help? Contact us at support@katmaitech.com.